Too little communication leaves clients anxious. Too much feels intrusive. Here's how to find the right balance.
Recommended Frequency by Case Stage
Early Case (First 30 Days)
- Welcome message: Day 1
- Document collection: Days 3-7
- Check-in: Weekly
Active Treatment Phase
- Treatment reminders: Weekly
- Status updates: Bi-weekly
- Document requests: As needed
Waiting Periods
- Monthly status updates minimum
- Proactive "no news" updates
Settlement/Trial Phase
- Updates within 24 hours of developments
- Immediate notification of offers
Signs You're Under-Communicating
- Clients calling to ask for updates
- Complaints about lack of information
- Surprise when developments occur
Signs You're Over-Communicating
- Low response rates to messages
- Clients asking for fewer updates
- Sending updates with no new information
Pro Tip
When in doubt, send the update. Clients consistently report preferring more communication, even if just to say "no updates yet, but I'm actively working on your case."